Customer Product Return Policy



Authorization must be obtained prior to returning any purchases. Any product returned without authorization will be destroyed and a credit will not be issued. Customer order errors such as ordering the incorrect product or quantity, etc. are not eligible. Additionally, due to their nature, the following products are not eligible for return: 

  • Hazardous

  • Expired

  • Refrigerated or frozen 

  • Spare parts or Flash warehouse products 

If a return is desired, you may check with Customer Service to see if the item fits Roche’s Return to Stock or Scrap policy. For customer order errors, a 15% restock or scrapping fee may apply. All shipping and handling charges associated with the return are the responsibility of the customer.




Products that are the result of an error on Roche’s part are returnable. This would include but is not limited to: 

  • Shipping errors (incorrect product or quantity, wrong destination, etc.)

  • Products damaged in transit

In order to receive a return authorization, Roche must be notified of error or damage within 14 business days of receipt of the shipment. For products damaged in transit, please note the damage when signing for the shipment and include a photo if possible. 


Return Process


To request Return Authorization (RA), please inventory the products to be returned and contact Roche Customer Service via email ([email protected]) or  phone (1-800-428-5076). If authorization is granted, a Roche Diagnostics Customer Support Specialist will issue an RA Number/label via This Number is valid for 30 business days from the date of issue.

When returning product, the RA Number must be clearly marked on the outside of each shipping carton. Each carton must clearly indicate the total number of boxes (i.e. 1 of 5).

Returned items should be addressed to: 

Roche Diagnostics 

Attention: RA Number
7988 Centerpoint Drive, Suite # 300
Indianapolis, Indiana 46256

After receipt and inspection of the return by Roche, credit will be issued and may take up to 12 business days upon receipt of return by Roche to receive credit.

For questions, please contact Roche Customer Service, 1-800-428-5076, or your local Account Executive.